Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice from Hertz stating that I owe $124.81 for a rental that I supposedly had from April *****. The reservation number was *********, and the rental location was ********* Airport with a drop off location of **********, **. The problem is I was not in this location at all. Actually, I was on vacation in ******* with a rental from Hertz bearing the reservation number ********* which was rented April *****, 2023. My identification and credit card was verified in ******* prior to me leaving the facility. Hertz is still trying to have me pay an invoice for a rental I did not acquire, and Ive also been informed it has been sent to collections. I called Hertz on 06/16/2023 to make them aware of this situation upon received receipt of the invoice they sent me in the mail. I was told it would get taken care of, however, I have received another notification from them saying it has been sent to collections. I am very upset this has not been take care of and this amount has been sent to collections. Not to mention no one on customer service is able to assist me with anything.

  Business Response

  Date: 08/22/2023

  BBB Case number:  20480733
  Res ID or RA #:  183682612
  
  This is in response to ***************************************,
  
  We sincerely apologize for the inconvenience experienced.  I have requested the amount of $124.81 be removed from the collection office.  Therefore, no further request for payment should be received.

  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20480733
  
  I am rejecting this response because: As I appreciate you removing this charge I believe other actions need to take place as well. First, in the time that I filed this complaint I received a letter from the corporate office stating that my renting privileges have been revoked, and I would like them reinstated. Second, I called customer service on August 19, 2023 I spoke with a supervisor by the name of ****. **** advised me that he understood my frustration and agreed to compensate me in the form of points that would be equivalent to a 7 day rental. Finally, I would like written documentation to be sent to my home address confirming the invoice has been satisfied, and outline the steps listed above. I have attached the revocation letter to this response.

  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 08/29/2023

  BBB Case number:  20480733
  Res ID or RA #:  183682612
  
  This is in response to ***************************************,

  We sincerely apologize you were incorrectly billed for a reservation that had been previously cancelled in our system. We have confirmed the amount in collections ($124.81USD) was written off in our system on August 22 and no charges are owed for this reservation/rental. 

  I have also sent an urgent request to our Rental ********************** to remove you from suspension. 

  As a gesture of our concern for the problems and inconveniences we caused, I have added a total of **** Hertz Gold Plus Reward points to your account. Your total point balance is now 5916. 

  Thank you for giving me the opportunity to review this matter again.  We value your business and hope that we will be able to serve you in the future.  
  
  

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Agreement # ********* At the end of June, I made a reservation on the Hertz website for July 28th - Aug 2nd for $403. On August 1st, I wanted to extend my rental by a few more days- until August 5th. I went on the Hertz website to extend, and the website CLEARLY showed $56 to extend the rental. Done.After returning the car at the airport, they scanned the barcode and told me everything was fine and my receipt would be emailed to me. I never received the email, until a few days later I saw a charge on my credit card for $331. I called Hertz to find out the charge and they didntsee it on their end. I asked them to send me the receiptand found out they charged me a whole extra week+ an extra day. The invoice showed I owed $412 including the $56 that was charged originally on the extension.The customer service reps I spoke to on the phone had no interest in helping me, and even stopped responding to me on a ******** direct message.I do not mind paying the $56 as I originally thought it would be, but if I saw ANYWHERE on the hertz website that it would be $412 or $331, there is no way I would have extended it.This company is deceitful, unhelpful, and will advertise one price and hit you with hundreds of dollars more elsewhere

  Business Response

  Date: 08/23/2023

  BBB Complaint ID: ********
  ********************** Agreement # *********
  
  Thank you for contacting us. We appreciate this opportunity to address your concerns.

  Our records indicate that when you extended your rental online, you accepted the new weekly rate of $401.53 and the new daily rate of $57.38. $56.00 was an additional authorization hold which was released back to your account when the ********************** contract was closed. After this rental extension, the balance should have been $204.68 but your credit card was charged $331.00. Therefore, I have processed a refund for the difference in the amount of $126.32. Please allow **** business days for the refund to post to your account. 

  Customer Answer

  Date: 08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in the interest of finally being done with Hertz. **************** has been zero help and the numbers still do not make sense. I received a bill a few days ago for $87 for seemingly no reason. This company has lost a customer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RR526929421 RESK5783661102 There were issues, but one critical considering it's an electrical vehicle (EV).Critical issue is that the J1772 adapter WAS MISSING in the car. The charging bag only had regular outlet (120V) adapter. That means I could not use ANY non-Tesla charging station anywhere. It messed up my trip because Tesla stations are only a few. I could not charge at hotel(s) and any other place that I visited during my trip. Tesla chargers are only at busy shopping areas. I had to change my trip and missed destinations due to this as I could not go somewhere and not have enough charge to go back to nearest Tesla charger. Look at the map of Tesla chargers and you will see what I mean.I called Hertz and while it is advertised that there is an EV special customer care, I could not reach them. All I could reach when informing I have a rental is the option to extend the rental. Zero customer service. I contacted ********************** on ******* and was told my only option was to go ******************* to TRY to have it fixed. After a second complaint I was asked for my phone number to be contacted ****, and not surprisingly nobody called me.Hertz website gives some instructions on how to operate the *** including opening the glovebox. However glovebox required a PIN. Finally, customer service tells me glovebox is locked and can't be used. This is against what is advertised in your website.There were other minor issues like car was dirty including lipstick in the sun visor and left cover was opening exposing electrical wires.In the final bill there is a $31 Tesla Rebill charge. I believe this is for the charging however I need to receive a list of the charging sessions you are billing to confirm it is correct. I'm not sure I went above $30 in charging costs. I returned the car with more charging than when I received it.Finally, I'm a *************** level and I can't imagine how poorly services are lower tier customers. I regret moving from National to Hertz.

  Business Response

  Date: 09/04/2023

  Complaint ID: ********

  RR#: 526929421

   

  Please accept my sincere apology for any inconvenience you experienced during your rental period due to the charging adapter not being in the vehicle. Rest assured your feedback will be shared with the appropriate Hertz management for immediate corrective action to prevent recurrence. As a gesture of apology to you, I have provided **** points to your Hertz Gold Rewards account. Please utilize these towards a future rental on us.

  Per your request I have attached the charging fees.

  Customer Answer

  Date: 09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle. I returned the vehicle with a full tank of gas. Upon check-in, the Hertz employee, reassured me that there were no extra charges. I confirmed because I returned the car about 20 minutes late and wanted to verify that there would be no additional charges. Hertz erroneously charged me fuel surcharge and other charges which exceeded over $150 the total cost of the rental. I contacted Hertz customer service via phone and emailed customer relations and still do not have a resolution or refund.

  Business Response

  Date: 08/22/2023

  BBB Case number:  20478133
  Res ID or RA #:  524364293
  
  This is in response to ***************,
  
  We sincerely apologize for the billing error.  I have verified our **************** team has processed a credit for the refueling charges of $143.62.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a vehicle on HERTZ website on January 26, 2023 for my vacation in the Summer in ******** with an estimate for ******* Euros. I picked up the vehicle at ************** on June 26,2023 with an estimate of ******** Euros and Contract Number *********. The vehicle was not the one advertised on the website but this is a minor point.The final bill was for ******** Euros after dropping the vehicle off in the ************* on July 9, 2023. This is a significant difference in the initial estimate at pick-up. I acknowledge that the vehicle was handed in 5 hours and 25 minutes late and I was ready to pay extra for this. The agent who I dropped off the vehicle with, however, told me that "everything is fine" and indicated that I was free to go on my way. My previous experience is that car rental companies explain in person if there is a reason for altering the initial contract estimate and what the difference in price will be.After receiving the final bill by email, I sent an email to HERTZ ******** **************** on July 19, 2023 asking for an explanation for the discrepancy in billing. I indicated that I am willing to pay extra for handing the car in a few hours late but I do not feel that paying an extra ******** Euros is fair for an extra 5 hours and 25 minutes. It does not seem to be a fair practice by previous Industry Standards. I have not received any response back from them. When calling them by phone, I am transferred to the counter agent at ************* and nobody picks up.I reached out to HERTZ Executive complaint office today. The agent looked up my contract number and explained to me that because I handed in the car late, they have a right to alter the original estimate. The alteration in the fee seems exhorbitant and unjustified given the circumstances. It is an arbitrary adjustment and completely at the companies discretion without any say on the part of the consumer. This seems to me an unfair business practice.

  Business Response

  Date: 08/25/2023

  BBB Case number: 20477308
  RA #: 780586752
  
  This is in response to *************************, 

  We have forwarded your comments to our ******** office for review and they have advised they recently responded to you directly and a refund of *******EUR will be issued to your account. Please allow 7 to 10 business days for the credit to reflect on your account. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a rental car fro state farm on 05/08/23 for 46 days Hertz charged State Farm for large SUV. They tired to give a large truck, but I refused it and told them I go Enterprise. Hertz was told to change the daily rate to ***** but they never did. I asked for receipt at return was told that they didn't have one. State calls and informs me they cannot pay my property damage due to policy limits from hertz falsely charging for a large SUV. The store manager given me several different lies over 2 months about why it happened. State Farm requested a refund and the money has not been recieved as refund to date. It's ******* that was paid in fraud. I have reached out to executive phone number, but nothing been done. How many other times have Hertz filed billing invoices to inflate payments from insurance companies? The manager at the ******, ** location name is *************************. Rental Record: N10396190 ******************* HLE ************************************************** Ph: **********

  Business Response

  Date: 08/21/2023

  BBB Case number:20477237
  RA #: N10396190
  
  This is in response to *************************, 

  Your comments were forwarded to ************************* with the ********** location for review and he has advised the bill was fixed several weeks ago and he will send a new copy to State farm for a second time. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  

  Customer Answer

  Date: 08/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz on 05 August 2023, rental record #: *********. There were no cars available when I arrived, so I had no choice but to take the first car available after a nearly 30 minute wait. The car I was given had low tire pressure and upon arriving at my mother's funeral, the tire went flat. When I contacted Hertz; I was never told of any additional charges for roadside assistance and given a case number: *******. Nearly 2 hours later, a third party hired by Hertz replaced the flat tire with a spare donut. Twice within 2 days Hertz endangered my life. First, giving me a defective vehicle with a nearly flat tire. Second, only providing a spare tire not fit for driving and expecting me to use that for the remaining 4 days of my rental. Upon calling Hertz for the 3rd time the day of my mother's funeral to rectify this issue; I was told I would be credited 2 days off my rental fee. However, the receipt after returning the rental car not only had a full charge for the rental but an additional $113.84 added for roadside service. Hertz has been uncooperative and refused to honor their promise of the credit and refuses to provide the transcripts of the recorded calls with their representatives regarding case *******. Hertz is 100% at fault for providing me with a defective rental from the start; forcing me to be late for my mother's funeral in addition to subpar roadside assistance; and topping it off by not honoring their promised credit adding to further emotional anguish during a time a grieving over the loss of my mother. I am asking for a refund of $175 which includes the 2 days credit I was promised and a refund of the $113 roadside service fee which, again, was never disclosed to me at any point.

  Business Response

  Date: 08/21/2023

  BBB Case number: ********
  RA #: *********
  
  This is in response to *******************************, 

  I sincerely apologize for the problems you experienced with your August 5 rental. In review of our records, we are showing your contract was setup at 2:49pm, but you did not leave the location exit gate until 3:21pm, when your scheduled pick up time was 3pm. 

  In review of our  **************** report, you initially called our **************** department on August 7 around 10pm. You were advised of the spare mounting service fee and informed the agent you had third party covers that you would deal with later. The agent then advised once the spare has been mounted, you would need to get an exchange vehicle when possible and to call back for assistance. We are showing you then called back around 3pm on August 7 to get tire replacement or exchange. You were again advised of the extra charges to fix the tire, but advised you would fight that cost when you returned the car. There is no information in our system that indicates you were informed a refund of 2 rental days would be issued.

  While we understand your frustrations and the inconveniences you experienced, a refund is not warranted. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  

  Customer Answer

  Date: 08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is unacceptable.  What Hertz doesn't seem to understand is that they rented me a car with low tire pressure; which can lead to a life threatening situation.  Their defective car led to a flat tire as I was pulling into MY MOTHER'S FUNERAL.  So, instead of spending my time mourning the passing of my mother; I was on the phone with Hertz trying to fix their problem.  For the hassle; I was told I would not be charge a roadside service fee to replace the tire (with a spare) AND I would be credited 2 days off my rental fee.  That is the type of humanity one expects when a company provides a customer with a broken product while the customer is BURYING HER MOTHER!  If **********************'s records are accurate enough to show when I started my rental to when I actually left the lot (which does reflect the long wait I had for a single car to be made available for me); then their records should also include the transcripts of the multiple calls with Hertz service department (that were recorded) where the Hertz representative advised of the credits to my rental charge.  I do not accept this cold, callous response from a company who has ruined my last memories of my mother by giving me a malfunctioning rental car; endangering my own life; promising me credits to my account; then turning around and denying everything they said and charging me extra money on top the original fee!  I'm not even being unreasonable here.  I'm not asking for a full refund of the entire fee; only the credits Hertz representatives promised me while I was missing my mother's funeral reception to, again, fix Hertz's problem.
  
  
  
  *******************************

  Business Response

  Date: 08/29/2023

  BBB Case number: ********
  RA #: *********
  
  This is in response to *******************************, 

  I am always concerned when a customer is disappointed with a ********************** for any reason. Adjustment credits are based on information which, in this case, did not support compensation.  However, as a gesture of our concern, a $100.00 credit is being processed to the account billed.  The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.  Although this is not the preferred resolution, I hope that you will understand our position in this matter. 

  Thank you for giving me the opportunity to review this matter again.  We value your business and hope that we will be able to serve you in the future.  
  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hertz has cost me unnecessary time and money repeatedly from day one of renting a car through Uber for work. First I was given a car that was in need of maintenance and was forced to go back to the location to renew the car for 3 weeks in a row, plus had to spend time right off the bat taking the car for maintenance. When I asked for a different car I was refused. I then had a problem with the bank card I used where it had to be canceled and replaced. I called Hertz and let them know and I was told to just call them when I get the new card. When I called I was told I had to go in to the location, AGAIN. They refused to renew the car over the phone or even take my bank information. When I went into the location to update my bank information I was forced to re-reserve the car I already had, and was charged for two extra days plus a fee for having my bank card cancelled despite being previously told that wouldnt happen when I called.I tried asking at the location for these issues to be addressed and was refused. I called Hertz corporate and was also refused plus put on hold until I finally gave up.Hertz has overcharged me for at least 6 days and a $110 administrative fee plus probably other charges I havent identified yet.

  Business Response

  Date: 08/23/2023

  Complaint ID: ********

  RR#: 406401844

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. Upon reviewing your rental charges we have determined you were charged correctly. For your records I have attached your rental receipts. The overdue charge of $110.00 is in fact correct due to the rental not being properly extended. Based on our review an adjustment is not warranted. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20474556
  
  I am rejecting this response because:

  Obviously Hertz found the problem because they credited me already ($1302.62). I was charged twice for several weeks, plus the administrative fee was not fair seeing as my bank account was compromised and I let Hertz know and was assured there would be no problems extending that I just needed to pay when I got my new card, which I did.

  I am not sure if Hertz credited me for just the doubled charges, or for the fee or my lost time, but would appreciate the $110 plus a free week if they have not yet, as a courtesy. Their billing system is very opaque.

  Sincerely,
  
  *********************

  Business Response

  Date: 08/31/2023

  BBB Case number:20474556
  
  Res ID or RA #:*********
  
  This is in response to *********************,
  
  The rental charge at the end of the rental was $2629.88. We were only able to collect $2126.35 on the credit card.  This left an unpaid balance of $503.53 which was put in collections.
  
  On August 23, the contract was audited and a credit of $1302.62 was processed.
  
  As a gesture of our concern, I have removed the $503.53 unpaid balance.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20474556
  
  I am rejecting this response because:

  I should not have gone to collections because I contacted Hertz and informed them of the situation with my debit card. I was told it would not be a problem, that I could just update them when I got my new card. When I went in to update my new card, I was told I was sent to collections, my reservation was closed out through Thursday, but I was reissued the rental beginning Tuesday, (of the same car that I had issues with from day one that Hertz has refused to replace), which caused me to be charged for two extra days that I did not use, plus charged an "administration fee" of $110 for them sending me to collections even though I had the above communication with Hertz.

  The issues I had with the car were I was issued a car needing maintenance, which forced me to have to visit the location weekly to extend, causing me to spend several hours of my valuable time repeatedly. I asked for a car that didn't need maintenance, weekly, and was refused. I believe I am owed for the three days I had to renew the car in person plus take the car for maintenance right off the bat.

  This means I am owed a refund for 5 days plus $110 at the bare minimum, still.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference Hertz Rental Agreement Number ********* and Hertz Claim Number ******** I rented two cars from Hertz for a vacation where we drove from ***************** to ***********************, ************** and back June 18 - 24, 2013.At the end of our vacation, I cleaned both cars and returned them in the same condition that I rented them, or maybe even better because they were returned much cleaner On 3 Aug 2023 Hertz claimed that I owed them $4,170.29 in damages and fees for damage to one of the vehicles.I am sure that I did not do any of the damage claimed. Further, the damage appears to be hail storm damage. We did not encounter any such weather during our rental.I have discussed this with Hertz but to date Hertz does not appear to be interested in discussing the details and continues to request reimbursment.Hertz Contact point:*************************** Central Recovery Unit Specialist The Hertz Corporation ************** ***************************************** I uploaded related files but the photo file (PDF) was rejected due to file size Per BBB recommendations, I also contacted Hertz **************** at ************ but did not get any representative that believed they could help.

  Customer Answer

  Date: 09/01/2023

   
  Better Business Bureau:
  
  
  
  Hertz contacted me today by email indicating they have closed their claim. With this, my Better Business Bureau complaint should be closed as soon as possible noting all aspects were fully addressed and resolved by Hertz.
  
  Thank you very much for your help in this matter. If you have any questions or need additional information please do not hesitate to contact me.
  
  Thanks,
  ************************;
  

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On august 11th I rented a vehicle from hertz rental car at the *** airport. All weekend I drove the vehicle, and the morning of August 13th I went to ****** (an hour away) to visit a friend. Before I could get ******************* I started to smell smoke. I pulled over checked under the hood and there was oil EVERYWHERE! The oil cap was sitting under the hood on the windshield, and when I checked the dip stick it was bone dry. All weekend oil had been sputtering out of the housing unit and by Sunday was empty. I call Hertz roadside assistance and they came to tow the vehicle, I informed them that I would miss my flight and the agent assured me they would provide me with a one way vehicle so I could get home. (********* was a 3hr drive) So I got a hotel room and went to a hertz location the next morning. (All the nearby locations had closed at 12pm). Once I dropped off the car I got a receipt for $307.82 (my original charges were $174.41) so I called to dispute the additional charges and to see how they would compensate me for the inconvenience. (Not to mention I was out $189 for the plane ticket and $120 for the hotel stay). Over the next 1.5 days I kept being redirected, talked to about 5 different reps and a manager, was offered a $50 credit ??, and hung up on. No one was trying to right their wrongs. I missed a flight, came out of pocket for a hotel stay, missed appointments, I could have been seriously injured due to the service teams negligence, was charged for their mess up, and no one is helping me!

  Business Response

  Date: 08/21/2023

  BBB Case number:20473803
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  We regret any misunderstanding regarding the charges billed.  A credit of $68.90 was issued on August 17 for the extra day billed.  An additional credit of $131.15 is being issued to the **** account ending in 1584.  This represents the fuel fee billed and the return change fee.  Please allow 5 to 7 business days for this credit to post to the account.
  
  So that consideration can be given to reimburse the flight change fee and hotel expense, please provide copies of the receipts.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20473803
  
  I am rejecting this response because: when I spoke to a representative on August 15th I was promised a full refund for the inconvenience. I lost money on a flight, had to get a hotel room, and call off of work because of the negligence on your behalf.
  

  This is the case number I was given #********
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/29/2023

  BBB Case number:20473803
  
  RA #:526940606
  
  This is in response to ***************************,

  As a gesture of our concern for the inconveniences you experienced, I have issued a refund of the remaining charges for your August 11 rental. Please allow 7 to 10 business days for the $107.77 refund to reflect on your **** ending 1584. 

  Thank you for giving me the opportunity to review this matter again.  We value your business and hope that we will be able to serve you in the future.